Gain insights into creating better experiences throughout the customer journey. Discover perspectives on customer expectations, satisfaction, loyalty, personalization, customer effort, and strategies for building stronger relationships across every customer touchpoint.
Why scaling empathy is not the same thing as automating it. A recent study published in the Journal of Business Research tested how customers reacted when their service recovery was handled by voice AI instead of a human agent. Customers…
An accent can shape perceptions from the first few words. Listeners begin forming accent-based judgments almost instantly. All it takes is a moment for listeners to begin forming judgments about a speaker based on their accent. In the BPO voice…
Outsourcing has evolved well beyond a cost-cutting exercise. Outsourcing has evolved well beyond a cost-cutting exercise. As Deloitte principal Kort Syverson put it in the firm’s Global Business Services Survey, “What has become clear is that cost is a deteriorating…